89% of guests want AI working behind the scenes, not running the front desk, Mews finds

Breaking Travel News - Oct 9, 2026

New survey data released today by Mews, the operating system for hospitality, shows that as AI adoption in hotels accelerates, guest expectations are moving the opposite way - 89% of guests want either a hybrid stay blending AI and human service or AI operating quietly in the background on repetitive tasks. Almost none want an AI-led stay. 59% of guests believe AI should take over repetitive tasks so hoteliers can instead focus on building trust with their guests. At a time when AI adoption in hotels has never moved faster, guests have never been clearer that they still want a human at the center of the stay - not at every point in it.

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